Current: Senior Product Manager, Sprinklr

Sprinklr is a B2B SaaS company. I work for the Modern Care Product of Sprinklr which aspires to be a truly omnichannel AI-powered cloud customer care contact centre. Modern Care is the most recent product launched by Sprinklr and the current focus of the company. The platform is built in an intensely configurable architecture for serving every brand's needs and their complex use cases. I had the opportunity to work on many different components of the product like Roles and Governance, Appointment Booking feature integrated into native live chat via AI-powered bots, Agent Experience App, Care Console, API Integrations.
 

Major Products/Features I delivered -

1. Supervisor Console

    2. Agent Persona Web App

    Developed an end-to-end web app governing experience of ~80% users of Modern Care Product. Successful pilot roll-out to 4 major clients! It included the following widgets and features -
    • Home Page — a single place for all notifications, tasks, and activities
      • Metrics Widget - Key metrics for agents to monitor and track. A positive nudge to improve performance
      • Cases Assigned to Me - A widget with all active cases assigned to the agent
      • My Schedule Widget - A widget with all appointments, reminders, tasks, and callbacks in a timeline manner
      • To-Dos Widget - A personal to-do widget with the capability to tag priority, date, and cases
      • Announcements Widget - Widget to keep track of all important information sent out by brands and
      • Quality Management Widget - Widget where all evaluations by supervisors pop-ups for feedback and improvement
      • Learning Widget - Widget where all courses assigned to the agent with their due date
    • Self-Reporting Dashboard - for monitoring and improving performance
    • Care Console - Integrated an existing console to solve cases in the web app
    • My Cases - A repository of all cases with important metrics that any agent ever worked upon
     

    2. Appointment Booking Feature

    Developed the feature for customers to book slots with brands on native live chat using AI chatbots with smart routing to agents on Sprinklr Web/Mobile App allowing brands to leverage in-store agents, live at leading electronics manufacturer across 8 countries. It included the following features -
    • Slot Manager feature - Configurable appointment slots with serving all use cases for the brands
    • Smart Routing - the appointments to the available agents, in case any agent rejects appointment gets assigned to next available agent
    • Automated Email/SMS communication - With bot integration, automated emails and SMS sent to customers for confirmation, reminders, and cancellation of bookings
    • Mobile and Web Support - Agents can seamlessly attend appointments from both mobile and web app for increased convenience and productivity
    • Extensive Reporting - Reporting for supervisors to monitor slots, occupancy, availability, agent performance, and other critical metrics at every step of the customer journey
    • Real-time capacity and available slots updation
     

    3. Tiered Approval Flow

    Feature to make any changes on user & roles follow an approval process to address critical Single Point Of Failure risk, live at largest Indian Private Bank
    • Approval flow for User & Roles - An opt-in feature that enforces any change to flow via configured approval flows
    • Configurable Tiered Approval - The capability to add queues/person and create single or multiple approval paths for any change
    • Dashboard for accepting/rejecting - The approval requests are populated to the relevant user dashboard. Option to reject, accept and accept with a note
     

    4. Single Role Governance Structure

    Re-architectured and simplified the entire governance structure. Created single role governance across workspaces controlling all access on the platform. Potentially addressing 4% of support tickets.
    • Partner Role - Introduced a partner role to control user access across all workspaces
        • Addressed these pain points:
      • If a user needs access to multiple workspaces, the user had to be created individually in each workspace
      • If access of a user needs to change from one workspace to another, then the user had to be deleted from one workspace and added to another workspace
      • Access was always controlled at the user level and role level, therefore if a set of users with a specific role needs to have a change in workspace access. It will have to be done on each user with the given role
    • User access control via APIs - With single role governance, enabled an API interfacing with external brand software for user access control and management
    • Enhanced Role Module - Moved the role module to the new UI with advanced features like a summary of changes and advanced filters
     

    5. CRM Integration top telecom company

    Product Owner, leading CRM integration with the top telecommunication company.
    • Agent Console - Identifying and understanding needs to curate widgets and flows
    • Guided Paths - Co-developing agent-assist journeys to address complex use cases
     
     

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